Customer Support Representative

3 weeks ago

Dublin, Dublin City, Ireland The Digital Hub Full time

MEG is on a mission to drive a culture of quality improvement in healthcare. With UX at the core of everything we do, we are creating innovative technology solutions for frontline healthcare workers, primarily to improve quality standards and patient safety.

Already working with world-leading hospitals around the world, MEG is continuing its expansion to include both local and international markets. We are hiring new members to our team to help us on this journey.

The full-time role is to start immediately and on a remote working basis, providing flexibility and a work/life balance that suits you. We encourage our team members to take an active role in developing their own skills and give them plenty of autonomy and support to do so.

ABOUT THE ROLE

Job Description

We are looking for a (full or part-time) friendly, well-spoken and technically savvy Customer Support Representative, who possesses a strong drive for results. Responsibilities include responding to customer queries in a timely and accurate manner, identifying customers needs and helping customers use specific features, and reporting on application issues.

You should also be able to maintain ongoing customer relationships, onboard and train users, improve customer experience through product support and provide insights on client-to-business interactions. You should have excellent communication, interpersonal, and customer service skills and demonstrate the ability to meet deadlines.

Primary Responsibilities

Provide technical solutions to help customers fully utilise their investment

Configure customer systems to meet requirements

Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system

Maintain support cases until resolution, drive other teams as needed and lead customer expectations

Perform problem characterisation, replication, diagnosis, and root cause analysis

Work with Technical team to resolve product issues and/ or escalate as necessary

Author Knowledge Base Articles / Technical Notes

Meet individual case management Service Levels and Customer Satisfaction goals

Requirements

Relevant technical diploma, degree or relevant work experience

Experience diagnosing and resolving problems in software environment

Experience providing direct support to external customers by phone, electronically, and face-to-face

Excellent organisational skills; ability to prioritise, manage, multi-task and execute projects multi-functionally

Excellent communications skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.

Ability to explain complex concepts simply

Excellent analytical skills

Love solving problems

The ability to navigate challenging situations in a professional manner

Able to demonstrate experience in one or more of the following additional areas a plus: Database technology; Web technology; CRM technology

Familiarity with SaaS solutions a plus

Familiarity with any kind of ticketing solution: Jira, ZenDesk, HubSpot

Team-oriented person with a passion for taking on challenges

Nice to have

  • Demonstrated experience supporting enterprise software solutions

Experience working in a healthcare environment

This is an opportunity to work with a dedicated group of people building products that are to be used to improve the lives of patients in hospitals around the world.

  • Dependent on the applicant's experience.

25 days annual leave per year plus bank holidays

Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance

Company-funded social events

For employees who choose to work in the office, MEG offers cycle-to work and public transport commuter schemes and encourages employees to take part

Investment into your professional development and opportunities for career progression

Comfortable office space in co-working environment in Dublin city for those who prefer hybrid or office-based working arrangements

An open and democratic work culture where everyone can contribute, learn and teach

We are a global team with a global mindset. Cherishing and protecting diversity is core to our company culture. We are always looking to diversify the talent in our team. If you feel you don't quite meet all the criteria in the job description but have the potential to do the role, we'd still love to hear from you.

For more information or to apply for this role, please email , attach a cover letter/CV and state 'Customer Support Representative' in the subject line.

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